AccountId: 011433970860
ContactId: eb475203-48a2-49d0-a922-28a337776e7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149320 ms
Total Talk Time (AGENT): 37960 ms
Total Talk Time (CUSTOMER): 71868 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/eb475203-48a2-49d0-a922-28a337776e7d_20250324T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII], and the reason I'm calling, I'm insured with you guys temporarily under a company called MAU, and I wanted to check to see if my insurance is, uh, active because when I went to go get some dental work done, they were telling me that they couldn't verify my insurance so I just wanted to check to make sure that I have it and if there's anything else I need to do on my end to get it activated.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], I can help verify that. Um, do you have a policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Policy number is because they gave me 2 cards. I got 2 cards in the mail.
[CUSTOMER][NEUTRAL] Says group both of you say group voluntary dental. Oh that's the same card. Policy number is 02594668.
[AGENT][NEUTRAL] And what is your birthday?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And then I just need to verify a few other pieces of information. What's your address?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] And then lastly, what is your email address?
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, I do show it's active, um, it's currently active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm not sure why.
[AGENT][NEUTRAL] Why they would say that you weren't covered.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right, but what I'll do is I'll um.
[CUSTOMER][NEUTRAL] Reach out to my dentist and just let them know or let them know that it is covered and I guess take it from there.
[AGENT][NEUTRAL] Yeah, just give them our number. As that if they can call us, we can verify that you're eligible and then what's covered under your policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][NEUTRAL] OK, anything else I can help with today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] No, ma'am, that'll be all. I appreciate it.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.